MARA, or Modivcare Automated Reservation Assistant, is a virtual agent who can help callers in many ways. MARA can schedule a new ride or confirm and cancel future trips. She can also help get an estimated arrival time from a driver or activate a return trip. Callers can speak to MARA using spoken words or you can use your phone’s keypad to make a selection. 

If you want to speak with a customer service agent, MARA will be happy to direct your call after collecting some basic information. Please be ready to give MARA your phone number, date of birth, and zip code. MARA may ask for last 4 digits of your member ID. You can find your ID on your health insurance ID card. This will help us quickly identify who you are so we can help you.

What is new with MARA?

Change Trip Details:

  • If you need to make changes to an upcoming trip, MARA can help you. For example, MARA can update your appointment time or address.

Ride/Pickup Assistance:

  • When calling, MARA can recognize if you have a pickup in progress. MARA can get your driver's estimated time of arrival and vehicle information.

Mileage Reimbursement:

  • MARA can now help to setup Mileage Reimbursement Trips.

Spanish Language:

  • MARA can now assist callers in Spanish as well as English.

Some Existing Features

  • MARA can perform actions for more than one person on a single call. For example, you can schedule a ride for more than one member on the same call. Simply say, "schedule a ride for someone else", or cancel a ride for someone else."
     
  • Repeat reservation again immediately. After submitting a trip, MARA will ask if you'd like to repeat the same trip for another date.

Video Resources

MARA is continuously learning how to interact with customers. Watch these videos for helpful tips on how to improve your experience.

Video

Meet Mara

What MARA can do

MARA can book new reservations and Mileage Reimbursement Trips

You can say:

  • "I want to book a reservation"

  • "I need to schedule a ride"

  • "Can I book a reservation?"

  • “Setup Mileage Reimbursement”

 

 

MARA can confirm a reservation and provide the details, including the status of the trip

 

You can say:

  • "Can I confirm my reservation?"

  • "I need to confirm that my ride was cancelled"

  • "I want to review my reservation"

 

 

MARA can cancel scheduled appointments

 

You can say: 

  • "I need to cancel an appointment"

  • "I want to cancel a ride" 

  • "I want to cancel a reservation" 

 

 

MARA can get an estimated time of arrival from your driver 

 

You can say: 

  • "Where is my driver?"

  • "When will I get picked up?" 

  • "How long until my driver arrives?" 

 

 

MARA can make changes to an upcoming trip 

 

You can say: 

  • "Change my reservation"

  • "I need to change my appointment time" 

  • "Update my pickup address" 

 

 

If you are calling for one of these reasons, MARA will collect some basic information to confirm who you are. Then you will be transferred to a live agent for help.

 

  • "I need to activate a will call"

  • "I want to make a complaint"

  • "My driver is late"

Meet MARA

Let's talk